We often battle to get customers to do anything themselves. Of course one of the reasons for choosing FSPBX was an easy to understand customer interface. But we are finding so much resistance. "I don't have time to read a manual - just tell me what to do, or do it for me" is the refrain. There are those who take to it like a fish to water but the vast majority just refuse to. Is this something unique to our environment or do others battle with the same thing? Just out of interest.
How do others get customers to actually read the manual or do anything themselves
- Thread starter Voipy
- Start date
We staff a great support team and then charge change orders back to the customers. Basically we provide that service and our customer pays for it.
We have played with the idea (and tested) of charging for this but have found it's the quickest way of losing a customer- they simply won't pay for it or pack up and go. It really should be charged for, I agree and maybe we will just build it into the price of the PBX but that's not easily done with existing ones.
Before FS PBX, self-management was not a thing. FusionPBX was not built with that in mind. Clients that we onboarded back then still call us for the smallest things. We learned that if we can have a remote session with them, we can make the adjustments right in front of them, and they get to learn how to do it. It's not perfect, and it doesn't work with every client, but some do eventually start using the portal. All new clients are much easier. We show them our portal on day 1, and they know to go there. Another solution that has worked for us was this. If the ticket comes in via email, we send detailed screenshots with step-by-step instructions so they can do it themselves. This isn't always perfect either, and both solutions take a lot longer from our standpoint, but it does help long-term if they learn.